A business providing SAAS to the Hospitality sector with a footprint in over 20 countries is looking for a Customer Relations Manager to manage and resolve critical client issues, ensure customer satisfaction, and enhance the overall client experience.
This role involves proactive engagement with clients, developing and implementing retention strategies, overseeing the onboarding process, and collaborating with internal teams to improve service delivery.
The manager acts as a client advocate within the company, representing their needs and concerns in internal meetings and strategic planning sessions.
DUTIES & RESPONSIBILITIES, NOT LIMITED TO:
Client Engagement:
Act as the primary point of contact for escalated clients, maintaining open and effective communication
Understand client concerns and address them promptly, ensuring clients feel heard and valued
Project Management:
Oversee the resolution of escalated issues from initiation to completion
Coordinate with various departments to ensure all necessary resources are allocated for resolving the client's issues
Delegate tasks to team members and ensure clear instructions and deadlines
Process Development:
Develop and implement standard operating procedures (SOPs) for managing client escalations
Set up norms and best practices to streamline the escalation process and improve response times
Continuously review and refine processes to enhance efficiency and effectiveness.
Collaboration:
Work closely with the Customer Services and New Business Development teams to understand the nature of escalations and develop preventative measures
Collaborate with internal stakeholders to ensure a holistic approach to problem-solving
Customer Satisfaction:
Monitor client satisfaction levels and work proactively to improve them
Gather feedback from clients to identify areas for improvement and ensure their concerns are addressed
Follow up with clients post-resolution to ensure they are satisfied with the outcome
Client Onboarding:
Checks in on the onboarding process for new clients to ensure a smooth transition and setup
Customer Feedback Analysis:
Collect and analyse feedback from clients to identify common issues and areas for improvement
Develop action plans based on feedback to enhance product features and service quality
Retention Strategies:
Develop and implement strategies to improve client retention and reduce churn
Identify at-risk clients and proactively engage with them to address their concerns
Account Management:
Maintain regular communication with key accounts to understand their evolving needs
Offer tailored solutions and upsell opportunities that align with client goals
Service Improvement:
Collaborate with the product and development teams to address recurring issues and improve service delivery
Participate in product development discussions to ensure client needs are considered
Reporting and Documentation:
Create detailed reports on escalation cases, resolution timelines, and outcomes
Document best practices and create knowledge base articles to support the broader team
Training and Development:
Provide ongoing training and development for the Customer Services team on handling escalations and client interactions
Stay updated with industry trends and best practices to continuously improve client service processes
Client Advocacy:
Act as an advocate for clients within the company, ensuring their needs and concerns are heard and addressed
Represent the client perspective in internal meetings and strategic planning sessions
REQUIREMENTS
A bachelor's degree in Business Administration, Management, or a related field - advantageous
Excellent verbal and written communication skills
Strong analytical and problem-solving abilities
Project management experience with the ability to manage multiple tasks simultaneously
Strong organisational skills and attention to detail
Proven experience in a customer-facing role
Ability to remain calm and professional under pressure
Strong interpersonal skills and the ability to work well with cross-functional teams
Ability to influence and motivate others
Familiarity with the company's products and services
Ability to quickly learn and understand new systems and technologies
Previous experience in customer service, account management, or a related field
Experience in handling escalated customer issues and managing client relationships
Experience in developing and implementing processes and SOPs
Job Type: Full-time
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